Support Technical Resume Sample

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Rosanna Littel
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Work Experience


Sales Support Technical Specialist
02/2017 - PRESENT
San Francisco, CA
  • Communicate and align vertical leader expectations through the Training and Professional Services Training Optimization Director and in support of the T&PS Leadership Team
  • Provide vertical/horizontal organization tactical and strategic alignment
  • Develop and maintain the training defense portfolio including offer and proposal development
  • Identify, prioritize and implement defense product and services optimization and commercial/defense synergy opportunities
  • Travels for work 25% of the time
  • Coordination of work activities involving TI, Data Centre, DBA’s, Local and Global Technology teams,
  • Advise business staff or unit of technology uses to improve efficiency and effectiveness. Provide technical analysis and solutions to business issues, provides consultation, researches and implements technical alternatives, and maintains awareness of business technology strategies and the technical infrastructure to meet business requirements
  • Practical knowledge of SQL and rational databases
  • Scripting / programming knowledge
Customer Support / Technical Support Engineer
02/2012 - 09/2016
Philadelphia, PA
  • Proposal presentation to client
  • Lead in Proof Of Concept (POC) activities, this involve managing internal and external resources
  • Part of bid team member, owns technical risk assessment on bid review
  • Provide analysis, custom code development, and troubleshooting in the design, configuration, testing, and production support for the client’s business needs
  • Modelling client’s current business operations in OpenLink’s software solutions
  • Reporting support trends and volumes
  • Familiarity with JIRA, Splunk, Application Lifecycle Management
  • Engages directly with internal stakeholders within support, to act as a customer advocate in driving change in features, improving product quality and user experience
Administrative Support / Technical Assistant
10/2005 - 11/2011
New York, NY
  • Basic UNIX / LINUX / AIX knowledge
  • Develop technical skills and experience
  • Excellent people skills and customer service
  • Previous experience with GC and/or GC/MS required
  • Drive complex solution sales by understanding clients’ business needs or pain points, translating identified needs into an IT solution, and positioning solution / Dimension Data value proposition to clients’ senior management in a highly consultative manner
  • Support or own (depending on complexity) proposal creation
  • Memorialize key selling points from consultative selling process
  • Support cross-BU (Business Unit) proposal preparation
  • Organize client meeting for requirement study

Education


California Miramar University
2001 - 2005
Bachelor's Degree in Finance

Professional Skills


  • Demonstrated strong customer service skills in providing information to all levels of the organization and customers
  • Strong software development and debug/troubleshooting skills
  • Strong organization, planning, and analytical skills
  • Strong relationship management skills with the ability to communicate with a variety of customers, stakeholders and interfacing applications
  • Strong oral, written, organizational and interpersonal skills
  • J2EE, SOAP UI, REST, SQL, Unix Commands, Remedy, Splunk log monitoring, Data Analysis and strong communication skills Responsibilities
  • Project/process management in the Financial Services industry with a proven track record of enhancing the customer experience and driving results

How to write Support Technical Resume

Support Technical role is responsible for customer, software, java, finance, credit, training, database, mac, security, wireless.
To write great resume for support technical job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Support Technical Resume

The section contact information is important in your support technical resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Support Technical Resume

The section work experience is an essential part of your support technical resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous support technical responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular support technical position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Support Technical resume experience can include:

  • Develop a deep understanding of customers’ environments and how their investment in Citrix technologies are leveraged and their business impact
  • Strong Windows operating system and application experience
  • Demonstrated ability to analyze, synthesize, prioritize, and deliver results with a sense of urgency and high level of quality
  • Experience performing backup environment tuning, troubleshooting, and optimizing
  • Experience providing Network Support, including knowledge of LAN, Wireless, and VPN troubleshooting
  • Experience in working within procedures aimed at showing/finding compliance to Federal Aviation Administration (FAA) regulations

Education on a Support Technical Resume

Make sure to make education a priority on your support technical resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your support technical experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Support Technical Resume

When listing skills on your support technical resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical support technical skills:

  • Demonstrate skills in customer service/interaction and strong teamwork competencies
  • Good analytical, problem solving, Interpersonal & communication skills
  • Demonstrated skills in communication and influence
  • Proven experience working in Agile IT project delivery team
  • Good to have: Experience in ticketing system; such as Remedy
  • Act as a SME (Subject Matter Expert) in virtualization and demonstrate a solid technical understanding of the entire Citrix portfolio

List of Typical Experience For a Support Technical Resume

1

Experience For Sales Support Technical Specialist Resume

  • BS or equivalent and five years experience or MS and three years experience
  • Prior leadership experience in an enterprise environment
  • Experience providing Mail Support, including Microsoft Outlook 2013 or 2016
  • Collaborate with the EIS Baseline team lead to prioritize tasks / deliverables
  • Proven ability to work as a valuable contributor to a team
  • In experience with Help Desk /Customer support
2

Experience For Support Technical Manager Resume

  • Experience with Linux Commands
  • Experience in a leadership role (team lead, project, manager)
  • ServiceNow Ticket system experience
  • Strategic and critical thinker with a strong sense of accountability and decisiveness
  • Printing / CUPS
  • Using ServiceNow to document and review solutions in a clear and accurate manner so that resolutions are pushed to the lowest level
  • Implement continuous process improvement, including but not limited to policy, procedures and production monitoring
3

Experience For Enterprise Support Technical Specialist Resume

  • Understand the business, financial, sales, and back-end systems for managing ESS agreements
  • Document appropriate information for all team’s (customer service / resolution specialist) to provide accurate dialog of information regarding customer history
  • PC/server imaging, configuration and maintenance
  • End user desktop/mobile device support and troubleshooting/diagnostics
  • Fiber optic, wireless networking and backhaul architecture
  • Manages employees performing technical or specialist activities within Product Support
  • Work and collaborate with other team members in a success-driven environment
4

Experience For Customer Support / Technical Support Engineer Resume

  • Adhere to change control process and policies
  • Manages technical experts both providing airframe structural repairs and providing troubleshooting systems issue guidance for the Boeing Commercial Airplane Customer Support
  • Directs a team of technical experts that develop solutions for airlines that are operating Boeing airplanes
  • Ensure digital security and privacy of networks and computer systems
  • TCP/IP network design, installation, configuration and administration
  • Handle day-to-day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritise and resolve tickets or provide work arounds
  • Monitor activities/processes of production to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources and management
5

Experience For Seller Support Technical Event Manager Resume

  • Provide a positive and a high-quality desktop support experience for NIH employees and scientists
  • Provide Technical Leadership for a team of Tier 2 technicians performing on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, iPads and associated peripherals
  • Troubleshoot and resolve issues involving Microsoft Windows, macOS, desktop applications. collaboration tools, shared drives, email and other technologies
  • Support Microsoft Office 365 and Active Directory products
  • Serve as a liaison between Tier 2 and Tier 3 technicians to ensure that issues are adequately reported upstream and downstream
  • Responsible for the overall management of specific task assignments, ensuring that the technical solutions and assigned schedules are successfully completed in a timely manner
  • Provides technical process review and evaluation to ensure that technical processes are aligned with the current environment
  • Configure and install desktop and laptop computers following standard procedures, isolates and resolves technical problems with individual computers, answers user questions about hardware and software, completes special projects and assignments
  • Exceptional interpersonal, customer service, and presentation skills required to interact effectively with all levels of the organization, including customers and IT Pros
6

Experience For Desktop Support / Technical Support Resume

  • Experience working with XML files
  • Experience with data cleansing and the ability to write and execute SQL queries
  • Experience in technologies such as Active Directory, LDAP/PKI Directory, Domain Name Services (DNS)
  • Lead and supervise production support responsibilities by troubleshooting, reporting, logging, escalating, and tracking issues through resolution
  • Utilize automated monitoring and job scheduling alerts to act on potential production issues
  • Work flexible schedules to meet job requirements
  • Regularly stand and walk between buildings on a large campus
  • Move and lift computers, printers, monitors, and other hardware
  • Drive to various local locations
7

Experience For Production Support Technical Analyst Resume

  • Coordinate day-to-day operational activities, such as business continuity and risk management
  • Coordinate with the Treasury Web Application Infrastructure (TWAI) and General Services Tier (GST)
  • Monitor, track, report on and manage application/ environmental infrastructure upgrade support schedule
  • Produce and track status reports to document incidents, resolutions, and root causes; and, create and maintain incident as well as change management tickets related to production issues
  • Monitor and assist with testing activities for production issues through test environment(s)
  • Establish and manage application connections with Federal Agencies and their vendors
  • Coordinate the Disaster Recovery Exercise (DRE) for the program by developing and executing migration plans by working closely with technical SMEs and application business owner
  • Review program artifacts such as the Standard Operating Procedures (SOPs), Incident Response Plan and Application Contingency Plan and ensure application of those plans
  • Develop direct reports and assist with creating development plans; including training and mentoring team members
8

Experience For Back-up Support Technical Analyst Resume

  • Assess staffing needs and coordinate the hiring and on-boarding process
  • Provide and maintain 24/7 on-call support to handle application and/ or infrastructure production issues
  • Participate in management meetings and facilitate team meetings
  • Familiarity with networking knowledge such as web application firewalls, enterprise firewalls, routing/switching, load balancing, information security, network security
  • Strong ability to manage multiple projects and resources
  • Knowledgeable about internet protocols such as HTTPS, TLS/ SSL, SFTP and Connect: Direct, and Secure Transport connections
  • Acquires and develops hands-on knowledge on such technologies and communicates the applicability and limitations of those technologies to address business challenges
  • Applies knowledge to develop working proof of technology and disruptive innovation concepts using new technologies to bring concepts to life
9

Experience For Priority Support Technical Specialist Resume

  • Partners with business, BIS backline teams and other technology partners to deliver support services
  • Provide technical support leadership for offshore resources and maintain operational stability through automation and adherence to standards
  • Partner with the EIS Baseline team lead and Infosys COE lead to develop / improve offshore team stability, capability, and "bench strength"
  • Provide on-call escalation when needed to assist with complex and critical incidents
  • Provide technical design and subject matter expert assistance for defect fixes and minor enhancements across TIS systems
  • Liaise with service providers to deliver L2 and L3 service resolution, provide functional inputs, clarifications to enable team to resolve issues etc. Enable team to provide work around, perform root cause analysis, continuous improvements and improve stability of business support functions
  • Provide or validate estimates for enhancements requested by business
  • Improve SDLC process and implement new tools required to improve SDLC process and operations
10

Experience For PS Support Technical Solutions Specialist Resume

  • Provide technical solution review from development team utilizing technologies such as Java/J2EE/Oracle database/Spring/ Turbo framework and tools such as JIRA, Confluence and DevOps tools for CI/CD
  • Extensive knowledge of any Change Release and Deployment Management tools. (Ex. Portfolio and Project Management (PPM), People Tools, STAT and/or Version Management tools (Ex. SubVersion.)
  • Travel 15% of the time for business purposes
  • 24 7, Blended Process \ Support function (Technical)
  • Describe technical solutions/options clearly and concisely and convey information to semi-technical project stakeholders
  • Work on different shifts and on weekends
  • The clearance is a Public Trust level
  • Technical knowledge of Life400 and ZLife policy administration applications
  • Knowledge of iSeries & Software Management standards

List of Typical Skills For a Support Technical Resume

1

Skills For Sales Support Technical Specialist Resume

  • Experience in the basics of the Unix operating system, shell scripting and the ability to run and understand commands
  • Experience working in production support environment and working collaboratively with global delivery partner and team members as one team
  • Experience maintaining and monitoring Commvault servers and tape/disk libraries
  • Experience deploying/installing Commvault software updates
  • Very good understanding of networking concepts and principles
  • Strong knowledge of writing queries and using SQL
  • Experience leading others in a manufacturing environment
  • Experience producing reports for backup success, failure, and tape media location
  • Very good understanding of storage concepts and principles
2

Skills For Support Technical Manager Resume

  • Experience managing teams of 4 or more developers/support staff
  • Overall experience developing complex J2E web applications
  • Experience with one of the following ORM tools: Hibernate, iBatis, JPA
  • Experience with the following configuration management tools: Subversion and build automation tools such as Jenkins
  • Experience authoring SQL queries and stored procedures
  • Communication experience, both written and verbal, with a comfort in public speaking and frequent interactions with executive-level management
3

Skills For Enterprise Support Technical Specialist Resume

  • Experience performing business analysis to achieve a business goal in support of a profit and loss (P&L) organization
  • Recent experience/exposure to external aviation training market and competitive products and services
  • Experience creating IT documentation, especially for a Knowledge Base
  • Good team player and communicator working in a global environment
  • Experience with Oracle, both database queries and general usage
  • Tertiary qualification in a relevant discipline and relevant experience
  • Experience in Java, Database and DevOps tools and technologies
  • Overall technology experience
4

Skills For Customer Support / Technical Support Engineer Resume

  • Knowledge or experience in contact center environment
  • Experience with FAA regulation Title 14 CFR Part 145 - Repair Stations
  • Validate and ensure systems related documentation is up to date
  • Willing to work variable shifts; including day, evening, night and weekends
  • Understanding of Operating system performance analysis
5

Skills For Seller Support Technical Event Manager Resume

  • Willing to work with and around Beryllium
  • Understanding of Sun's Hardware and Software architecture
  • Delivering technology solutions in Transport data domain, Bus Ferry and Light Rail operational systems
  • Frequently sitting, use a telephone, grasp lightly/fine manipulation, bending, lifting, standing, and carrying equipment
  • Manage or participate in projects involving network maintenance, improvement, expansion, and troubleshooting
  • Identify, develop and guide team members on standard operating procedures and develop knowledge base articles for future reference and troubleshooting
  • Demonstrable knowledge of scripting / programming
6

Skills For Desktop Support / Technical Support Resume

  • Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully
  • Troubleshoot failures by analyzing the code, database and logs on server to identify root cause Assess impact of production outages and failures
  • Master in computer applications, Master’s in Engineering or Technology
  • Knowledge of Smart and developing in CL and COBOL
  • Desire candidates with previous Military Procurement/Defense background, preferably in one of the armed forces training organizations
  • FAA certification as Airframe and/or Powerplant mechanic or are currently a certified Repairman at the Spares Distribution Center according to CFR 65
  • At least 3 of the following Solaris / Linux technologies
  • Provide alternatives and possible approaches for addressing new business requirements
7

Skills For Production Support Technical Analyst Resume

  • Provide system training and support to L1/L2/L3 teams and new team members
  • Extensive knowledge of Core Java, Servlets, JSP, JDBC, design patterns, JMS, JVM, Unix
  • Extensive knowledge HTML, CSS, XML, Javascript
  • Extensive knowledge IBM Websphere Application Server
  • Self-motivated, Team player, Collaborative
  • Provide production support for the DBS and Tampa General Ledger
  • Build and deploy modifications to all General ledger applications
8

Skills For Back-up Support Technical Analyst Resume

  • Analyze, Design, Code and test changes for the TGL Splitter project
  • Technical lead in project delivery or support environments
  • Occasionally lift/carry/push/pull objects that weigh 21-40 pounds
  • Professional Verint Certification would be advantageous
  • Develop, continually improve, and periodically deliver a training curriculum to teach IT Support staff how to perform basic network administration functions such as Ethernet port activation and VLAN tagging
  • Act as technical lead in a computing support environment. Take escalated issues and resolve or refer to a specialized expert as needed. Guide computing support staff on diagnosis and resolution
  • Periodically perform incident management system metrics analysis; prescribe process improvements to address inefficiencies
  • Contribute to the general development, communication, and implementation of policies, procedures, and best practices
9

Skills For Priority Support Technical Specialist Resume

  • Escalation of production outages and failures to management
  • Collaborate with external teams to triage and resolve problems and provide status
  • Identify the need for and develop SQL Queries to identify and troubleshoot data problems Develop and maintain shell scripts for root cause analysis and data recovery
  • Respond to various types of outages ranging from enterprise wide outage to an isolated server outage
  • Establish a process for and perform daily server monitoring tasks and prepare reports of errors from server logs for daily distribution
  • Identify and restore data outages that are resulted from server processing errors or server outages
  • Identify, develop and maintain Java utility programs for automation of routine tasks
  • Interact with customers and respond to difficult or non- reproducible issues
10

Skills For PS Support Technical Solutions Specialist Resume

  • Organize, lead and direct the day-to-day activities of a sub-team of 4-5 junior developers Monitor and track technical activities to completion
  • Develop an in-depth understanding of customer business processes & requirements and be able to identify and categorize user reported issue into a defect, suggestion, future enhancement, user error, server problem or data problem
  • Represent the development sub-team in daily Scrum meetings; provide clear and concise status updates to and answer customer technical/business stakeholder questions
  • Collaborate with other team members to continue tasks from prior shifts and report back to next shift members
  • Demonstrate emphasis on workplace safety, organization and attentiveness to detail
  • Experience diagnosing, remediating, and rerunning failed backups
  • Experience configuring Commvault backups for Windows and Linux servers in both physical and virtual environments

List of Typical Responsibilities For a Support Technical Resume

1

Responsibilities For Sales Support Technical Specialist Resume

  • Research, analyse and fix repeated issues
  • Create and maintain technical and support related documentation
  • Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, with ability to reach decisions quickly
  • Safety, quality, and team oriented philosophy
  • Or greater in a managerial role
  • Or greater in Project/Program Management
2

Responsibilities For Support Technical Manager Resume

  • WebEx and Cisco telepresence systems
  • Technical Certifications, such as ACSP, MCP, MCDT, MCITP/MCSA, A+, Network+, Security+
  • Read, write, speak, and understand English and show compliance under CFR 145.161 (a)
  • Be familiar with the BCA Quality Manual and associated PC700 systems, processes, and process documentation
  • Experience with Citi websites and an in depth knowledge of the content file management system for versioning of editions and ability to research errors
  • Concurrently manage multiple initiatives with a wide range of stakeholders, delivery execution strategies, and complexity
3

Responsibilities For Enterprise Support Technical Specialist Resume

  • Read and understand source code
  • Positive attitude to a support role
  • Write and understand shell script and c-code
  • Solaris 11 knowledge and certification is an Advantage
  • Escalate technical risks and issues to the Lead Architects and the Project Manager, identify and implement remediation steps, and manage to resolution
  • Monitor the support team performance to ensure that compliance with established quality standards and timely closure of tickets
  • Participate in client communications via Webex, Email and Phone to resolve difficult issue. Perform troubleshooting steps from various perspectives to reproduce and identify root cause of problems noted by customers
4

Responsibilities For Customer Support / Technical Support Engineer Resume

  • Employ various strategies to ensure that client reported problems are resolved in a timely manner
  • Identify and escalate issues that require immediate attention to Project Manager and to team for follow up and resolution
  • Manage team schedule and coordinate task between all 3 shifts
  • Collaborate with other engineers and product owners to analyze user reported issues and to document for correction in a future sprint /release
  • Provide weekly status reports to management and to customers
  • Communicate technical issues with non-technical individuals
  • Upper-intermediate in English languages, written and verbal
5

Responsibilities For Seller Support Technical Event Manager Resume

  • Demonstrable knowledge of SQL and rational databases
  • Service Management Facility
  • Basic UNIX/AIX knowledge

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